Reference Code:  63241

Workshop Operations Director

New York, NY, US


The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.


At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities

In the Cartier New York workshop, located in the Maison’s flagship store on 5th avenue, a team of expert jewelers, stone setters and polishers manufacture and repair jewelry products for Cartier North America clients. They are supported by the workshop operations teams who handle all non-technical aspects of the workshop activity.


Job mission

The Workshop Operations Director leads the workshop operations teams, in charge of all physical and information flows linked to the Cartier workshop activities.

The Workshop Operations Director is responsible for the workshop’s service level to internal and external clients and ensures that the collaboration between the workshop teams and the other stakeholders are smooth and efficient. The Workshop Operations Director is responsible for the leadership, management and development of the workshop operations team; the correct execution of all operational tasks related to the activity; monitoring and reporting on the activity as well as for the continuous improvement of all related processes. This role will lead and set the tone for operational excellence for the workshop and will serve as a key stakeholder within the boutique network.  The Director must possess superior problem-solving skills and be highly adept at defining and implementing operational best practices. Finally, the director will interact with employees across all levels within the boutique and corporate network; interpersonal saavy, communication and influencing skills are key to the success of this role. The workshop operations director also plays a key role in coordinating all product repairs topics for Cartier North America, and as such collaborates closely with the Richemont technical center.



Lead, manage and develop the workshop operations team to efficiently accomplish the team’s objectives:

  • Create, inspire and foster a secure, positive and motivating work environment for the team

  • Define and build a comprehensive communications strategy for the team to ensure that staff are aware of the tasks, targets, products, service knowledge, updates, client successes/opportunities as well as department and company news

  • Lead the individual performance management process through regularly scheduled individual meetings with each of the team members, including performing biannual performance reviews in partnership with HR and submit salary, bonus and promotion requests aligned with process.

  • Build and share employee individual development plans for each of the team members

  • Assess potential and actively seek for development opportunities for the team members and participate in the Career Committee discussion for direct reports

  • Manage all administrative and HR tasks including but not limited to scheduling, payroll and overtime management

  • Recruit new team members as needed and maintain talent pipeline. Anticipate future staffing needs by proactively meeting and engaging with external and internal talent.

  • Ensure all appropriate rules are implemented and adhered to, in order to guarantee the health, safety and security of the team


Lead the day-to-day operations of the workshop operations teams:

  • Oversee the teams in charge of products, orders, parts, and information flow inside and outside the workshop to meet the lead time and service level objectives, including:

    • Inbound and outbound flows of products and parts

    • Diagnosis of incoming products

    • Quality control of outgoing products

    • Product transfers within the workshop and to vendors

    • Spare parts order and stock management

    • Communication with boutiques

    • Planning and scheduling of production activities

  • Ensure appropriate management of exceptions and urgencies to offer the best possible service to our internal and external clients with a specific focus on VIPs

  • Challenge the workshop’s teams, vendors and Richemont partners to ensure they deliver the best possible service and hold them accountable for service deficiencies

  • Ensure that the customer service policy is being followed and seek opportunities to improve service level

  • Define key performance indicators and set appropriate targets

  • Create, update and distribute dashboards measuring the workshop activity and performance

  • Track collective and individual performance of the team members, challenge results and take appropriate corrective measures in case of deviation

  • Escalate problems to senior management appropriately

  • Animate regular activity and performance reviews with the workshop teams and management

  • Ensure full compliance of workshop activities with all internal rules and processes (e.g. security, safety, inventory control)


Build trusting relationships with all workshop stakeholders to allow for smooth communication and efficient collaboration with:

  • The workshop technical team;

  • Commercial teams, and especially boutiques;

  • External vendors, subcontractors, suppliers;

  • Richemont Technical Center;

  • Richemont Logistic teams;

  • Cartier North America corporate teams;

  • Cartier international manufacturing teams (CJI).


Ensure continuous improvement and project management:

  • Lead the workshop team in implementing and refining operational best practices and improvements within the workshop

  • Regularly analyze workshop performance data to identify areas of improvement.

  • Challenge existing processes, rules, roles, and organization and propose evolutions to optimize global performance.

  • Imagine, design, and implement changes in processes and ways of working to improve overall efficiency in the workshop.

  • Lead projects directly related to the workshop activity or to the customer service area


Coordinate product repairs topics and initiatives for Cartier in North America

  • Ensure appropriate service to and efficient collaboration with the Richemont Customer Service teams in both NY and Dallas.

  • Coordinate all transversal topics related to product repairs for Cartier in close collaboration with the RTC teams





  • Bachelor degree required


  • 10+ years professional experience on the floor in a manufacturing or logistic environment in a leadership role;Team management experience;


  • Strong leadership, interpersonal and communication skills

  • Ability to develop a high-performing team and create long-term people strategy to meet the needs of a fast-growing business

  • Hands-on and pragmatic decision-maker with a very strong focus on client service

  • High degree of curiosity and desire to analyze new and different ways to drive process improvements

  • Ability to build strong relationships with key business stakeholders

  • Team player, capable of working with diverse profiles

  • Entrepreneurial mindset

  • Adaptable and fast learner

  • Good computer skills; knowledge of SAP, PowerBi/DAX would be highly regarded

  • Knowledge of watches and/ or jewelry, previous experience in luxury a plus


Expected base salary range: $124,000- $187,000
Salary will be negotiated based on relevant skills and experience


Learn more about life at Cartier


Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City